tech
January 20, 2026
Airbnb boss shares 'the moment I really became a CEO'—it helped save my company during a 'moment of truth'
Airbnb CEO and co-founder Brian Chesky discusses how a crisis almost destroyed the public's trust in the company, and how he stepped up to solve the problem.
TL;DR
- Airbnb CEO Brian Chesky felt he truly became a leader during a 2011 crisis involving a ransacked host apartment.
- The incident led to public distrust and the trending hashtag 'RIPAirbnb'.
- Chesky responded by creating the 'Airbnb Guarantee,' offering up to $50,000 for host property damage.
- This decision was made despite advice to avoid responsibility and concerns about bankrupting the company.
- Chesky's leadership philosophy is rooted in optimism and the belief that people are fundamentally good.
- The 'Airbnb Guarantee' now covers up to $3 million in property damages.
- Decision coach Nell Wulfhart advises setting deadlines and aligning actions with values for difficult decisions.
- Google CEO Sundar Pichai emphasizes making a quick decision and course-correcting if necessary.
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